ComplaintsforShowboat Hotel and Casino

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I booked a room at showboat hotel in nj. Online through ************ I got confirmation number and was not told about cancelation policy When I had to cancel 3 weeks in advance this hotel told me you have to cancel through ************ And that they have many problems with them. I asked for a manager and rep named John hung up on me. I called back and he complained how he has to deal with these problems and hung up again! I called *********** they said I need an email from this hotel to cancel and send to ************ I called again. Showboat said we can not help you. My credit card was charged! *********** then sent me an email with attachments saying it it nonfundable? I told them I never received this info. when I booked. I want a refund! Showboat shoudl not take reservations from *********** if they know they have problems with them. I filed a complaint against *********** too. I'm disputing the charge on my credit card too. Please help me; and send me a response back. TY.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  On 3/31/2024 I decided to drive to showboat hotel after doing 12 hours which total 3 hours Upon walking into hotel at 11 am I realized it was a line that was a mile and asked what is this line for . The answer was tickets for Waterpark I then walk to front desk to see if I can possibly check in earlier to receive Waterpark tickets that came with package I was told no stand in the water park line . Waiting in water park like for 2 hours and it did not move i then went back to front seat to see if I can check in at 1pm she stated it was a few room ready that I can I was already signed up for early check in anyways when booked ! Got into room room had no cover on mattress no blanket or soap called front desk no answer called room service no answer ! No one picks up the phone ! Later went down and went to retrieve water park tickets it was a fire hazard numerous people in line trying to get passes. Not it 2:30pm walk into water park water park is full to capacity ! Can’t get in lazy river! Packed like sardines in while water park. No towels which I believe is a health problem. No one passing towels out ! Went back to room had to call for towels no answer used regular cell phone to call got someone . 3 kids freezing in Waterpark with no towels . Had to buy towels ! Next day had to do the same thing call from cell phone to get someone because no one answers hotel phone ! Called at 9am received towels at 10:45 . 15 mins before check out. This was the worst trip ever! I complained to front desk all they said was can refund you resort free

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  On March 7-March 10, 2024 myself along with seven family members stayed at the Showboat Resort in Atlantic City. My accommodation was from Friday, March 8th- Sunday, March 10,2024 we were assigned room 830. Upon entering the room, I was taken back by the sheets on the bed that had rips and tears on them. There were no fitted sheets on either bed. On Thursday night my husband asked me if I got bit by something, I responded "No". My husband went on to say it felt like something was biting him. I woke up Friday morning and my right thigh rear area was itching, so I scratched it. I went out to Kelsey's and came back and checked my leg at which time I saw a cluster of bumps. I took a picture. On Saturday, I went downstairs to inform the front desk after taking another picture of my leg and asked to speak with a manager. I was told that one was not working at this time (1:30 pm). I then asked the young lady at the front desk to come to the side because I wanted to be discrete when I spoke with her and showed the photo of my leg. I spoke with Ms. T….who apologized and refunded me the resort fee of $51.18. I called urgent care in the area, but they were closing at 2 pm. Saturday evening my leg became worst, and the area was red, swollen, itching, and blistering causing me server pain. On Sunday, morning we checked out and I scheduled an appointment at urgent care where I live. Upon arrival I checked out and told I was bitten by dust mites, spider, some form of insect and had an allergic reaction. I was proscribed antibiotic and told if no improvement within 3 days go to the hospital for IV antibiotics. The were so many disappointments from the food, hotel accommodation, restaurants not open or up to standers, the rooms not clean, me suffering a bit that causing me extreme pain. I now have to take an oral antibiotic and cream, in addition to losing 3 workdays. This weekend's total costed me a total of $981.90 (minus the resort fee) is $930.72.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  Transaction date February 20, 2024 in the amount of $112.54. I made a reservation at Showboat Hotel in Atlantic City Nj. Our stay was from 3/31/24-4/2/24. Upon arrival around 345 PM on 3/31, we got on the check in line, we were on this line for an hour and a half. I had my 2 children with me. When we finally got to the room, we open the door and it smelled like urine and cigarettes. When I went back to the front desk later on, I was told there were no other rooms to move us to and housekeeping would be sent up to spray. Spray does not solve the problem. so my children and I had to inhale that all night. There were children running up and down the hallway and dogs barking all night. The room was absolutely disgusting. we bought waterpark tickets when I booked the hotel, we had to wait another hour and a half online just to get those tickets. Then we had to wait another hour just to get into the waterpark. I tried to dispute this with my credit card company, but was told they can’t dispute deposits. We ended up just leaving and did not stay the second night. The accommodations are awful, and they do nothing to try to fix it..

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  On January 15,2024 we made a reservation to stay from Friday, January 19th through January 20th. Attached please see message stating “Credit Card Declined” which clearly asks you to contact them contact within 24 hours to provide a new method of payment. On Wednesday, January 17th we received an email stating the card was successfully charged. We immediately called and asked to speak to someone because we changed our minds. The message was forwarded to the Reservations Team. The team members who responded to this request have declined to refund the money. They allege “the card is on file” and within 24 hours the system automatically charges the card. We inquired about this issue because it was not authorized.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  We had booked a room at the Showroom Hotel for a show we were attending That Friday. One reason we wanted to stay here was we had stayed before & enjoyed it. So we get there & check in an the place looks really run down no joke like a Crack Hotel, The Wallpaper was falling off the walls, the furniture was busted up giant stains on the rug, Missing parts to what looked like a towel holder. Ugg!!! So we were like lets go in the pool and chill out, so we go to get ready & they say oh the pool is not open Under construction??? No way, then when we park in there parking lot, We expect to pay when we leave the lot they end up giving me a ***** payment fine. This was just unbelievable we will never stay there again. I have called 6 times nobody answers, I really would like my money back. Thanks

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  On Sunday February 18,2024 i arrived to the hotel with my children. Upon arrival i pulled into the valet area where i was not greeted. I parked my car, put my hazards on, took my children out of my vehicle and proceeded to try to find a staff member to help me unload my vehicle and to also valet. Suddenly a man in a valet uniform rushed passed me i asked where i could valet and if i could have a rack to unload my items. He then told me there was no racks available and to wait outside. Mind you it was 30 degrees and i have two small children. It was clear at that very moment the hotel was lacking staff but i let it go and proceeded inside. Upon entrance i checked in and although a few other things happened that is not why i want a refund. For my entire stay i requested extra pillows and sheets and when i asked staff 3 times i was told A. there was no extra or B. they would bring them to my room, which never happened. On-top of that the phone in the room has no buttons, the other phone didn't have a dial tone, and we were woken up to construction above us. The second reason also is because the arcade did not work while we were there and ALSO the front desk staff was out of line and rude. I also witnessed staff that was helping me get into a screaming match ( yelling crazy insults at the customer, which i recorded) with another customer which led to HR getting involved. HR pulled me aside and asked what i witnessed and i walked her through my entire stay at the hotel and how it was a horrible experience. She ASSURED me i would be FULLY refunded for my stay due to the inconvenience. After leaving i have yet to be able to get anyone on the phone. When i received an email from staff they offered me a one day complimentary stay in the future even though i was promised a full refund by the HR staff along with an arcade card. This is unacceptable. I was promised my refund.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I received tickets online for a Christmas Eve ******* We arrived and were there for 5 minutes. My husband ate a few bites and immediately got sick with food poisoning. The food was spoiled and you could smell the ammonia. I was told to reach out to ********************* - Director of Sales and Special Events - Showboat Hotel ************* at *************. I was guaranteed a refund and told it was in the mail. It has been months and now I just get the run around. I dont believe it ever was in the mail and they hope I will give up. Their food and sanitation was not up to code. I want to warn people before their Holiday gets ruined like mine.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  Date of transaction-12/28/2023-12/30/2023 Amount paid-$416.12 What business committed to provide-Resort fees for the 2 nights stayed which totaled $50.00 The nature of the dispute is because I paid for a room that I didn't get and I was not offered a refund and after I reported that I didn't receive the room I paid for I was told they gave away the room after taking my money.The hotel has not tried to resolve the issue and its been a month and a half since i was told i would receive the resorts fee and at this don't I want a full refund. This is unexpectable.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I booked a hotel reservation with two waterpark passes for 1/12-1/13 ****. Upon finding out that my whole family as covid I reached out to showboat for a refund to reschedule. When calling their hotel nobody answers their lines. I had multiple people trying. When we finally got a hold of someone, the reservation department directed us to the front desk and the front desk directed us to email only to resolve refunding. It was extremely hard to get a hold of a customer service representative. When someone finally emailed me back they informed me that I would have to send medical records to be offered a refund. Is that legal to ask a customer for medical records? I sent the representative mine and my family members positive results from 1/11. Upon review, they told me they will provide me a credit but no refund. They told me I had to utilize the credit in a year using the same email trail and they informed me that they provide no confirmation for my credit. That did not make me feel comfortable at all. I have been trying to contact a representative via phone and email to try to rebook my reservation now since I do not trust their credit system, however nobody is responding. They have terrible customer service and have made it nearly impossible to utilize this credit since they dont response. I think it is only reasonable to provide me with a refund so I can rebook on my own time, as their credit policy is not secure. Moreover, they told me if I provide my medical records they would send a refund which wasnt accurate. Reservation number 49981804-1 and waterpark confirmation *****.

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